Next Generation Patient Experience 2017

November 28-November 30, 2017

Rancho Bernardo Inn, San Diego, CA

1.888.482.6012

Day One: Culture & Strategy

7:00 AM - 8:00 AM Registration and Networking Breakfast

7:00 AM - 8:00 AM Next Gen Newbies Coffee Mingle With The Advisory Board

New to Next Gen? We know it can be tough meeting new people, so we invite you to join our advisory board members for an exclusive meet-and-greet. Grab your coffee, get some breakfast and mingle with the brains behind NGPX. Our seasoned advisory board members will share pro tips for tackling NGPX to ensure you’re making the most out of your three days with us.


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Charleen Ring

Event Director
Next Generation Patient Experience

8:10 AM - 8:25 AM Opening Address By The Conference Chair

Shawn Nason, CEO & Transformational Disruptor, The Nason Group

Shawn Nason

CEO & Transformational Disruptor
The Nason Group

8:25 AM - 8:45 AM Form Follows Function: Creating An Extraordinary Experience Of Care

Shannon Connor Phillips, Chief Patient Safety and Experience Officer, Intermountain Healthcare
For many years, health care organizations have created Offices of Patient Experience to address needed functions around service excellence such as communication training, data and analysis, improvement and best practice sharing with some clear success. Reflect on an extraordinary experience of care. Most certainly, it includes expertise beyond this office. Explore Intermountain’s journey to vision, design and execute a revision to our structure to deliver on an extraordinary care experience.

Objectives:
  • Reflect on the elements that encompass an extraordinary care experience
  • Describe the process to develop a structure to affect the outcome
  • Understand what is required to make the journey

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Shannon Connor Phillips

Chief Patient Safety and Experience Officer
Intermountain Healthcare

8:45 AM - 9:05 AM Engaging Our Patients And Families In Co-Writing The Future Of The Johns Hopkins Patient Experience

Lisa Allen, Chief Patient Experience Officer, Johns Hopkins Hospital and Health System
  • Describe the role of our patients and families on our committees
  • Learn innovative ways to hear the voice of your patients
  • See some of the end products of the tools our patients and families co-designed
  • Discuss future opportunities to write the Hopkins Experience and your patient experience

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Lisa Allen

Chief Patient Experience Officer
Johns Hopkins Hospital and Health System

9:05 AM - 9:35 AM Guest Speaker, Liz Jazwiec: Three Things You’re Doing Wrong In Your Patient Experience Strategy

Liz Jazwiec, Founder & President, Liz, Inc.
Liz Jazwiec is a nationally renowned speaker, strategist and consultant who has shared her passion for customer service, employee satisfaction, and leadership development with audiences across the country. She’s also been a longtime hospital officer who helped raise service scores at Chicago, Illinois’ Holy Cross Hospital from the 5th to the 99th percentile in just a few years. Her work as vice president of patient care and as the director of emergency services was one of the key reasons Holy Cross won Fortune Magazine’s Enterprise Award for Best Business Practices in 1996. Today, she uses that expertise as well as humor, enthusiasm and memorable anecdotes to inspire other organizations interested in building a culture where employees deliver superior service as a matter of routine. In her talk, Liz will debunk three patient experience myths, including:
  • Quit trying managing expectations
  • Quality and service are not the same thing
  • “WOW” is not big, it’s personal

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Liz Jazwiec

Founder & President
Liz, Inc.
You’ve just heard three captivating stories from three of the top patient experience executives in healthcare. We know you have questions. We’re inviting our morning keynotes back up on stage to get a bit more in-depth, and of course, answer your most pressing questions.

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Shannon Connor Phillips

Chief Patient Safety and Experience Officer
Intermountain Healthcare
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Lisa Allen

Chief Patient Experience Officer
Johns Hopkins Hospital and Health System
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Liz Jazwiec

Founder & President
Liz, Inc.
Learn how Bellin Health designed and implemented a team-based approach to patient care that is nationally recognized as a winning game plan. Exceeding both quality and financial expectations, Bellin’s unique approach has proven beneficial to patients, providers, and ultimately the system.
This session will cover how to:
  • Develop a practical framework for implementing an advanced team-based care model of patient care that produces 3 Wins – a win for the patient, a win for the care team and a win for their health system.
  • Build the necessary infrastructure for a sustainable patient engagement model across your organization.
  • Incorporate the cultural changes necessary to transform your system and to support radical system redesign.
  • Understand the successes and barriers to implementing engagement platform in team based care.

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Lois Van Abel, MBA, BSN, RN, NEA-BC

Director of Care Coordination
Bellin Health
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Kathy Kerscher

Team Leader of Team Based Care Redesign and Operations for Primary Care
Bellin Health

10:15 AM - 10:55 AM Networking & Refreshment Break

10:55 AM - 11:15 AM An Overview of Patient Experience Institute: The Value of Having Certified Patient Experience Professionals in Healthcare

Jessica Barker, Director, Certification and Continuing Education, The PX Institute
Patient Experience Institute (PXI) is an independent, non-profit that offers continuing education and professional certification for patient experience professionals. Most notably, the organization strives to improve the patient experience across the spectrum of healthcare through evidence-based research, certification and continuing education.

During this presentation, Jessica will share an overview of:
  • Patient Experience Institute’s mission and background
  • Certified Patient Experience Professional (CPXP) designation
  • Patient Experience Continuing Education (PXE) credits

Jessica Barker

Director, Certification and Continuing Education
The PX Institute
Yale New Haven Health has been on an exciting journey to transform the health care experience for our patients and their families, our Clinicians and each other in a way that is unified across our complex health care system. To deliver on this promise, we have laid the foundation for a patient centered experience built on the principles of high reliability, integrity, compassion, respect and accountability that delivers high quality and very safe care through the development of a single defined set of behaviors that align with our shared values. We believe the consistent practice of these behaviors will create a culture where every individual feels valued and is able to use the full extent of their skills, talents and expertise to deliver a care signature to our patients.
Objectives:
· Create a deeper understanding of how a focus on behaviors can shift a culture
· Develop a working knowledge of the process used in one organization to roll out this work
· Incorporate lessons learned into your planning

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Michael Bennick, MD

Associate Chief of Medicine, Medical Director – Patient Experience
Yale New Haven Hospital

11:35 AM - 11:55 AM The Impact of Phlebotomy on Patient Experience

Darren Hall, Global Marketing Director, BD Life Sciences – Preanalytical Systems
Pain reduction is reported as the most important unmet need in phlebotomy, and 35% of patients report pain worse than expected from the blood collection process. With nearly every admitted patient requiring a blood draw, the specimen collection process is a critical first step in the journey to diagnosis, treatment, and a positive patient experience. This talk will highlight the link between blood collection and patient experience in relation to pain reduction, process optimization and diagnostic accuracy.

Darren Hall

Global Marketing Director
BD Life Sciences – Preanalytical Systems
Sit down with 10-15 other patient experience innovators, share solutions to common challenges, and ask the questions that’s have been keeping you up at night. The conversations are candid and one of the most anticipated time of the day. Plus you get to choose your own adventure: Pick the two topics that will pack the biggest punch for your 2018 PX strategies. To learn how you can host a PX Leader Roundtable, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Choose two:

#1 Achieving Engagement Through the Power of Team Based Care
Lois Van Abel MBA, BSN, RN, NEA-BC, Director of Care Coordination, Bellin Health
Kathy Kerscher, Team Leader of Team Based Care Redesign and Operations for Primary Care, Bellin Health
#2 How Augmented Reality Can Have an Impact on Home Healthcare
Evans Manolis, VP, Sales, Help Lightning
#3 Not My Circus, Not My Monkey - What if Patients Ran the Practice?
Shawn Nason, CEO & Transformational Disruptor, The Nason Group
#4 The Rising Importance of Patient Financial Care (Non-Clinical)
John Adractas, Advisor, Investor, and Executive, Simplee
Amy Carpenter, MS-HCM, Vice President, Simplee
#5 Patient Experience Leadership Roundtable
Chris Baxley, Founder, A Priori Advisors, Consultant, MyVisitor
#6. Patient Experience Leadership Roundtable
Executive Speaker, Sirono
#7. Patient Experience Leadership Roundtable
Sonia Rhodes, Chief Experience Officer & Founder, The Experience Lab at The Advisory Board Company
#8 Patient Experience Leadership Roundtable
Patty Riskind, Chief Operating Officer, Health Scholoars, Inc.

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Lois Van Abel, MBA, BSN, RN, NEA-BC

Director of Care Coordination
Bellin Health
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Kathy Kerscher

Team Leader of Team Based Care Redesign and Operations for Primary Care
Bellin Health
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Evans Manolis

VP, Sales
Help Lightning

Shawn Nason

CEO & Transformational Disruptor
The Nason Group
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John Adractas

Advisor, Investor, and Executive
Simplee

Amy Carpenter

Vice President
Simplee

Chris Baxley

Founder & Consultant
A Priori Advisors & MyVisitor

Sonia Rhodes

Chief Experience Officer & Founder
The Experience Lab at The Advisory Board Company

Patty Riskind

Chief Operating Officer
Health Scholoars, Inc.

12:55 PM - 1:55 PM Lunch

12:55 PM - 1:55 PM Private Lunch - Hosted by Microsoft

Track A: Leadership and Communications Coaching

2:00 PM - 2:10 PM Opening Remarks

To learn how you can chair Day 1, Track A, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Track B: Employee Engagement And The Staff Experience

2:00 PM - 2:10 PM Opening Remarks

To learn how you can chair Day 1, Track B, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Track C: Your PX Tool Kit

2:00 PM - 2:10 PM Opening Remarks

To learn how you can chair Day 1, Track C, contact Alicia Upchurch at alicia.upchurch@wbresearch.com or 646.200.7452.

Often considered a boring but required accessory to patient care, Patient Family Education reminds us of After Visit Summary printouts and outdated patient binders. But in the information age of today, patients and families are increasingly treating clinical education consumer news websites: they are searching, consuming and expecting health education information at their fingertips. To meet this new consumer demand, health care systems must rethink their patient family education strategies.
In this session, you’ll learn:
  • How Stanford Health Care is meeting the number one expectation of patient and families with education in their health care experience
  • How to save and scale education with smarter information delivery and modern content management tools
  • How to provide the personalized, on-demand information experience patients and families want at their fingertips
  • And ultimately, how informed, empowered patients can partner for more effective, improved health care outcomes
  • Our goals are to perform with excellence on patient satisfaction scores related to education while meeting state and federal requirements for providing patients and families the treatment and follow-up education necessary in patient care.

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Alpa Vyas

VP, Patient Experience
Stanford Health Care
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Marissa Duswalt Epstein

Director, Health Education, Engagement and Promotion
Stanford Health
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Cary Kirk

Health Engagement Manager
Stanford Health
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Rachelle Mirkin

Health Education, Engagement and Promotion
Stanford Health

Track B: Employee Engagement And The Staff Experience

2:10 PM - 2:50 PM Deep-Dive B – To Improve the Patient Experience, Start with Improving the Employee Experience

Carlene Parrish, Quality Specialist, Hoag Orthopedic Institute
Since CMS introduced HCAHPS in 2006, hospitals have been working feverishly to increase their scores. Employees have been covered on the importance of delivering a great experience to every patient and visitor, some have been included on teams to design an improved experience, and others have been disciplined when they have failed. Many leaders, however, are not similarly familiar with their employee’s level of engagement numbers. And they should be. Why? There is a strong correlation between employee engagement and customer satisfaction. Ranked #59 on Modern Healthcare’s Top 100 Best Places to Work in Healthcare in 2016. This talk will cover:
  • Using confidential surveys to measure the employee experience and leveraging collected data to guide you through the employee improvement process
  • Learning the obstacles faced by your staff in day to day operations at your facility and building out a strategy to overcome those challenges
  • Seeing results when the well-being and satisfaction of your employees are being considered by the leadership of the organization

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Carlene Parrish

Quality Specialist
Hoag Orthopedic Institute

Track C: Your PX Tool Kit

2:10 PM - 2:50 PM World Café – Building Relationships, Listening to You: Enhancing Provider Communication in the Hospital Setting

Pam Prissel, Patient Experience Director, Mayo Clinic Health System
The Physician Engagement activity will engage participants in a World Café activity that helps them identify essential communication strategies and methods used to foster the physician’s relationship with their patients. This activity will capitalize on successful learnings from physician coaching projects implemented at Mayo Clinic Health System.

Outcomes:
  1. Participants will share best practices for fostering PX strategic level physician initiatives within your organization.
  2. Participants will share improvements or study designs that enhance provider communication in the inpatient setting.
  3. Participation will identify behaviors that demonstrate patient centered communications strategies that build and foster patient relationships and reduce suffering.

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Pam Prissel

Patient Experience Director
Mayo Clinic Health System

Track A: Leadership and Communications Coaching

2:50 PM - 3:10 PM Case Study – Health Systems Innovation and Leadership: The New Doctor of Nursing Practice

Teresa Kuta Reske, Director, Doctor of Nursing Practice Program - Doctoral Studies and Program Development, Elms College School of Nursing
Elms College is launching a New Doctor of Nursing Practice Track for leading change in the patient experience, focusing on something entirely new in creating environments that encourage innovation, new ways of learning, and in turn, new ways of practice.

The program concentrates on teaching practicing nurses how to identify real problems in their workplace impacting the patient(customer), then to build solutions that solve them adding value to their experiences and preferences:

  • Using a scientific underpinning as a component of behavioral science and Lean Launchpad
  • Strategically building teams for improved experiences through leadership energy and embracing the humanness of interactions
  • The purposeful collaboration of how systems and people can work together to reach goals


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Teresa Kuta Reske

Director, Doctor of Nursing Practice Program - Doctoral Studies and Program Development
Elms College School of Nursing

Track B: Employee Engagement And The Staff Experience

2:50 PM - 3:10 PM WORKSHOP: Creating An Internal Patient Experience Forum That Works

Virgie Mosley, Patient Experience Manager, UCLA Health
How do we create a culture that every employee – from the janitor and cafeteria staff to the C-Suite – understands what PX means and their crucial role in it? Institutions struggle with this, and our speaker from UCLA will share steps needed to create a forum for your own organization.
  • How do you keep staff empowerment and understanding of the PX first and foremost in your culture?
  • Understanding how each employee plays a key role in the metrics and HCAHP scores
  • Celebrating standout employees and sharing what they did to improve their scores on an individual level
  • Launching a video contest to see how to shine the light on patient experience that involves everyone

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Virgie Mosley

Patient Experience Manager
UCLA Health

Track C: Your PX Tool Kit

2:50 PM - 3:10 PM Flex Your PECs: Line Staff Power Up the Patient Experience

Jan Althouse, Patient Experience Coordinator, Cook Children's Health Care System
Learn how a grassroots effort has evolved from a focus on nursing-specific patient survey scores to a multidisciplinary group of empowered front line staff focused on impacting the patient experience throughout our health care system. The Patient Experience Champions (PECs) program was started in March 2013 and has created awareness of patient experience (what PX means, who is responsible, how each person can impact the PX) through peer-to-peer coaching, providing education, modeling behavior standards and acting as a consultant for patient experience among their peers.

Upon completion of this presentation the learner will:
  • Describe methods to implement PEC program within their organization
  • Identify resources to improve patient satisfaction
  • Cite techniques utilized by PEC’s to improve survey scores
  • Identify challenges of the PEC program

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Jan Althouse

Patient Experience Coordinator
Cook Children's Health Care System

Track A: Leadership and Communications Coaching

3:10 PM - 3:50 PM DEEP-DIVE WORKSHOP: Partnering With Nurse Leadership To Improve Communication

Amy Searls, Executive Director, Office of Patient Experience, University of Colorado Hospital
We went off site in March and pulled all of our nurse leaders off site and said here are the best practices for improving communications:
  • Using white boards, rounding, zone down and pick two
  • Ensuring that every front line person improves communication for a better patient experience
  • Using white board to ask the patient what’s the important thing for them in the first 12 hours (communicate, manage pain, or who will feed my dog, I’m going to miss my daughters graduation)
  • Asking how did that go in the last 12 hours?

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Amy Searls

Executive Director, Office of Patient Experience
University of Colorado Hospital

Track B: Employee Engagement And The Staff Experience

3:10 PM - 3:50 PM DEEP-DIVE WORKSHOP: Building Your Patient Experience Dream Team

Sean Rodriguez, Chief Experience Officer & System Vice President of Healthcare, Consumer Engagement, Hartford HealthCare Kate Sims, System Director, Office of Patient Experience, Hartford Health

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Sean Rodriguez

Chief Experience Officer & System Vice President of Healthcare, Consumer Engagement
Hartford HealthCare
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Kate Sims

System Director, Office of Patient Experience
Hartford Health

Track C: Your PX Tool Kit

3:10 PM - 3:50 PM DEEP-DIVE WORKSHOP : Elevating Diversity & Inclusion to Strengthen Your Patient Experience Strategy

Gieselle Poveromo, National Director of Employee Engagement, Planned Parenthood Federation of America
Planned Parenthood has been a pioneer in integrating diversity and inclusion into their patient experience strategy. This workshop will highlight their development of an innovative employee training program in the field of Mind Sciences.

Relying upon content developed by mind sciences experts at Perception Institute, Planned Parenthood co-developed the Mind Sciences on Difference: Featuring Our Brains On Race™ Training Program. The program helps participants understand how brains respond to racial difference, while also equipping them with language and skills on how to discuss and confront implicit bias, racial anxiety and stereotype threat (three phenomena that often arise when working with colleagues, patients, and clients of different racial and identity groups).

Session attendees will participate in activities to help them understand, identify and override implicit bias in their workplaces. While we will briefly discuss the three Mind Science phenomena, we will take a deeper look at implicit bias during the 40-minute workshop. All content will be presented clearly and concisely with the understanding that speaking honestly and openly about these concepts is still new for most of the audience.

Gieselle Poveromo

National Director of Employee Engagement
Planned Parenthood Federation of America

Track A: Leadership and Communications Coaching

3:50 PM - 4:10 PM Service Recovery – Preparing Your Workforce For Lapses In Service

Brian Carlson, Director, Patient Access and Experience/Associate Hospital Director, Vanderbilt University Medical Center

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Brian Carlson

Director, Patient Access and Experience/Associate Hospital Director
Vanderbilt University Medical Center

Track B: Employee Engagement And The Staff Experience

3:50 PM - 4:10 PM Cultivating A Safe Work Place Environment For Your Employees: The Creation Of UCLA’s Threat Assessment Team

William Dunne, Administrative Director, Emergency Preparedness, Safety & Security Services, UCLA Health System
Sometimes we get so lost in creating the perfect patient experience, that we can overlook the safety and happiness of our own employees. Patients and family members can pose a threat to our staff. What do we do?

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William Dunne

Administrative Director, Emergency Preparedness, Safety & Security Services
UCLA Health System

Track C: Your PX Tool Kit

3:50 PM - 4:10 PM Case Study: Communicating With Care And Compassion Through Bedside Shift Reporting

Susan Osborne, RN, MSN, MBA CPXP, System Director Patient and Associate Experience - Executive, CHRISTUS Health
  • Building trust with nursing care team
  • Making patients feel they are truly at the appreciate

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Susan Osborne, RN, MSN, MBA CPXP

System Director Patient and Associate Experience - Executive
CHRISTUS Health

4:10 PM - 4:50 PM Networking and Refreshment Break, Opening Of The Solutions Zone

The Patient Experience Policy Forum (PXPF) is a broad-based coalition of organizations and individuals engaged in advocacy and action to give a greater voice in health care policy to those working to improve the patient and family experience. The PXPF originated in 2016 through a series of conversations among a group of Chief Experience Officers and patient and family advocates who recognized the growing imperative to influence and help shape policy at the national and state levels on issues that directly affect the patient and family experience. With its formal launch on September 19, 2017 at the National Press Club in Washington, DC, the PXPF will begin advocating for policies in six specific priority areas, by convening policy forums, educating policy makers directly, sponsoring advocacy events, and providing periodic communication updates and calls to action. This session will describe the PXPF origins and goals, current governance, and initial policy priorities, and will highlight opportunities for interested patient experience leaders to get involved through membership and participation in one of its six working groups.

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Michael Bennick, MD

Associate Chief of Medicine, Medical Director – Patient Experience
Yale New Haven Hospital
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Tiffany Christensen

Vice President, Experience Innovation
The Beryl Institute

5:10 PM - 5:30 PM The Immediate Voice: Using Real Time Feedback to Make Real Time Change

Sara Laskey, VP and Chief Patient Experience Officer, MetroHealth System
Too often we find out about issues and problems when it is too late to apply palpable solutions. The service recovery definition describes turning a dissatisfied customer into a loyal one through immediate reaction and resolution. New technologies have allowed our organization to implement solutions that provide immediate feedback not only to care providers but also to support service teams including EVS and dietary to provide real time interventions and recovery. We have expanded the use of these tools to address an additional pressing issue for many academic healthcare systems – providing patient feedback for our residents. We will describe the tools and tactics used as well as the issues and pushback encountered on the way to success.
  • Understand how to use real-time feedback tools via the current process being implemented at MetroHealth in the inpatient units and ambulatory clinics
  • Discuss examples of how silos among inpatient support service areas can be reduced and service recovery improved by use of immediate patient feedback tools
  • Explore the impact of patient feedback technologies on resident education and GME requirements

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Sara Laskey

VP and Chief Patient Experience Officer
MetroHealth System

5:30 PM - 5:40 PM Innovation Spotlight

5:40 PM - 6:10 PM Patient Perspective: Healthcare Innovative Strategies to Improve Patient Experience

Jake French, President, Jake French Inspires
Healthcare teams are already working incredibly hard to provide a good patient experience, and demanding even more often doesn’t produce the results you’re looking for.
What if we:
  • Learned no-cost strategies that help you innovate so you can meet your patient experience improvement goals?
  • Discovered engaging actions you can take to form stronger connections with patients that don’t require extra time?
  • Hear directly from the consumer of your products what you could easily do to increase their satisfaction?

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Jake French

President
Jake French Inspires

6:10 PM - 7:10 PM Kick Off Beach Party Cocktail Reception In The Solutions Zone

Kick off NGPX in fabulous style with a wine tasting reception featuring a variety of wines from around the world and tasty appetizer pairings. There’s no better way to network and relax after a busy day, so grab a drink…or two!

7:10 PM - 7:10 PM Conclusion Of Day One